field service engineer
Responsibility
- perform equipment installations and validation including customer training, introducing the customer to basic features and functions of the instrument and software
- provide real-time and follow-up support to our customers, both internal and external
- prioritize support correspondence to comply with the Technical Support Center’s customer response times
Show more +11 - manage, prioritize and schedule all work to be performed to satisfy internal and external customer demands
- log and track all support calls and field service visits in the appropriate database
- apply knowledge of mechanics, electronics, optics, computers, and Akoya products to the installation, preventive maintenance and repair of PhenoImager and PhenoCycler product lines and accessories
- properly maintain and inventory a trunk stock of service parts
- communicate strategic customer, competitive and sales lead information to the appropriate Territory Sales Manager
- liaise with Technical Support team to evaluate customer issues, diagnose the problem, create a repair strategy and then perform and verify the repair
- report quality issues via the Akoya Quality and corrective action process
- provide awareness of critical customer and service issues, with potential recommended solutions to the technical support group
- perform other duties as assigned
- provide advisory services for management on both equipment and customer problems
- delight our customers with prompt and courteous service and support at all times
Requirements
- BSc in Optics / Physics / Electronic Engineering / Biotechnology discipline
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